...Anne M. Smith; Nina L. Reynolds The trend towards internationalisation in many service industries has increased the need for both managers and academics to collect cross‐cultural/national consumer‐perceived service quality data. Failure to establish cross‐cultural equivalence and to detect...

..., or lack of standardization (Evans and Berman, 1990 ; Stanton et al. 1991). In service industries, business is dominated by intangibles and unique experiences, with an assumed connection between service quality, satisfied clients and ultimately competitive advantage (Cronin and Taylor, 1992...

...Naresh K. Malhotra; Francis M. Ulgado; James Agarwal; Imad B. Baalbaki Discusses and applies a general framework for services quality to make a comparative evaluation of ten dimensions of service quality between developed and developing countries. Derives specific hypotheses for each of the service...